I have on 12.02. a confirmed payment of 500€ via Sepa bank transfer and on 16.02. Robbery over 800€. To date the money has not arrived. When I asked support, I was told that the money was out and that I should ask the bank. Sometimes the bank would withhold casino withdrawals. I then did the same. Especially since this was not the first payout from the provider.

Previously, I was able to withdraw immediately via Brite, which worked without any problems.

I could no longer select this payout option for the current payout. When I asked why this is no longer possible, no one could give me an answer.

I have asked several times when the money will finally arrive, the 3-5 business days for the Sepa payment are long over.

Ich habe am 12.02. eine best?tigte Auszahlung über 500€ via Sepa Banküberweisung get?tigt und am 16.02. überfalls über 800€. Bis heute ist das Geld nicht angekommen. Auf Nachfrage beim Support teilte man mir mir mit, das Geld w?re raus und ich solle bei der Bank anfragen. Manchmal würde die Bank Casino Auszahlungen einbehalten. Dies habe ich daraufhin ebenfalls getan. Zumal das nicht die erste Auszahlung über den Anbieter war.

Zuvor konnte ich über Brite Sofortauszahlen, was ohne Probleme funktioniert hat.

Diese Auszahlungsoption konnte ich bei der jetzigen Auszahlung nicht mehr ausw?hlen. Auf meine Frage warum das nicht mehr geht, konnte mir niemand eine Antwort geben.

Ich habe mehrfach angefragt, wann denn das Geld endlich ankommt, die 3-5 Businesstage sind für die Sepa Auszahlung l?ngst rum.

Dear Jacky1402,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Jacky1402,

Have you received your withdrawal from the casino yet?

No not yet.

I wrote to support again. He told me to send in bank statements.

By PDF or original from the bank to prove that nothing has arrived.

Since I only receive my account statements via online banking and these are not yet available for the period, I can only submit screenshots that will not be accepted

Nein bisher immer noch nicht.

Ich habe erneut den Support angeschrieben. Dieser teilte mir mit ich solle Kontoauszüge einsenden.

Per PDF oder Original aus der Bank um zu belegen, dass nichts angekommen ist.

Da ich meine Kontoauszüge nur über das online Banking erhalte und diese für den Zeitraum noch nicht zur Verfügung stehen, kann ich nur Screenshots vorlegen, die nicht akzeptiert werden

Thank you for your reply, Jacky1402. Have you made any successful withdrawals via this payment method before? Do I understand correctly that the missing bank statement seems to be causing the delay in resolving this issue?

So far not directly, as I have previously been able to pay out to my account several times via "Brite Sofortausweisung", i.e. as an immediate transfer, which has always worked without any problems.

But with these two payouts I no longer had this instant option. So I had to pay out via Sepa transfer. My account details were already stored. So far nothing has arrived. I only get my statements via my online banking and these are not yet available for the period.

Bisher nicht direkt, da ich vorher mehrmals über ?Brite Sofortauszahlung" also als Sofortpberweisung auf mein Konto auszahlen konnte, was auch immer ohne Probleme funktioniert hat.

Aber bei diesen beiden Auszahlungen hatte ich diese Sofort Option nicht mehr. Daher musste ich über Sepa überweisung auszahlen. Meine Kontodaten waren aber bereits auch hinterlegt. Bisher ist immer noch nichts angekommen. Meine Auszüge bekomme ich nur über mein Onlinebanking und diese stehen für den Zeitraum noch nicht zur Verfügung.

Thank you very much for your reply, Jacky1402. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

In the meantime, I have sent my account statements, which do not show any money received from the casino, to support. You are in BCC.

I sent the previous communication to Kristina directly. But I communicated almost exclusively via chat.

ich habe in der Zwischenzeit meine Kontoauszüge, auf denen kein Geldeingang vom Casino ist, an den Support gesendet. Ihr seid in BCC.

Die vorherige Kommunikation habe ich an Kristina direkt versendet. Habe aber fast ausschlie?lich nur über den Chat kommuniziert.

Thank you very much, Jacky1402, for your cooperation. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Jacky1402!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello pavel,

Thanks very much. I contacted the casino again yesterday. Then I got the answer again, it was out and then I sent an email to the support again, what the current processing status would be, because I haven't received any feedback for almost a week. They then wrote to me that it was probably a genome problem about the service provider that they would contact…. I was also informed several times via the chat that it would then be up to the service provider and they would pass it on, or there would be no feedback yet.....and therefore probably only passed on yesterday, if I can believe it this time, at least that was the reply to my email...

There is a total of 1300€ from 2 transfers since 02/12/2023. I have provided all evidence that no money has been received.

Hallo pavel,

vielen Dank. Ich habe mich gestern erneut beim Casino gemeldet. Daraufhin mal wieder die Antwort bekommen, es w?re raus und habe dann mal wieder dem Support eine email geschickt, wie denn der aktuelle Bearbeitungsstand w?re, da ich seit fast einer Woche wieder keine Rückmeldung bekomme. Man hat mir dann geschrieben es w?re wohl ein Genom-Problem über den dienstleister, den man kontaktieren würde…. Auch das wurde mir schon mehrfach über den Chat mitgeteilt, dass es dann am Dienstleister liegen würde und man würde es weitergeben, bzw es würde noch keine Rückinfo vorliegen…..und somit wohl auch erst gestern weitergeleitet, wenn ich dem dieses Mal glauben darf, zumindest war das die Antwort auf meine E-Mail…

Es sind insgesamt 1300€ aus 2 überweisungen seit dem 12.02.2023. Ich habe alle Nachweise vorgelegt, dass kein Geld eingegangen ist.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Pavel,

I asked again. Despite the bank statements, they demand a brief from the bank for further processing that no money has been received. There are 2 payments from different dates. The bank refers to my bank statements and nothing has been demonstrably received.

I was sent the booking slips from the casino on which the payout would be successful. But then the money would have arrived in both cases. Which it is demonstrably not. I don't know anymore because they just stall me and I feel totally screwed.

Hallo Pawel,

mich habe erneut angefragt. Trotz den Kontoauszügen verlangen sie für die weitere Bearbeitung einen Schriftsatz von der Bank, dass kein Geld eingegangen ist. Es handelt sich um 2 Auszahlungen von verschiedenen Datums. Die Bank verweist auf meine Kontoauszüge und es ist ja nachweislich nichts eingegangen.

mir wurden vom Casino die Buchungsbelege zugesandt, auf denen die Auszahlung erfolgreich w?re. Aber dann w?re ja das Geld auch in beiden F?llen angekommen. Was es ja nachweislich nicht ist. Ich weis nicht mehr weiter weil sie mich nur hinhalten und ich mir total verarscht vorkomme.

Hello, Jacky1402!

I have contacted the casino representative once more and I hope that they will give us a reply. If this will not happen, I will be forced to close this complaint as unresolved, which will not find a solution for your issue, but may push the casino to be more active in participating in complaints. In that case I will be recommending you to make a complaint with an MGA or their Alternative Dispute Resolution service, but, I hope, that will not be needed. So, meanwhile, I suggest to wait for the casino response to the complaint and give a couple more days.

Thank you for your understanding and patience!

Respectfully,

Pavel K

Hello Jacqueline,

I took a look at your case. The fact is, the money went out to us and we also received proof from the payment provider that it was accepted by your bank. It often happens with German banks that payments related to online gambling are rejected. However, this was not the case for you. That's why we asked you to have your bank issue a letter proving that the payouts didn't reach you, because unfortunately the bank isn't visible on your account statement either.

Since we initially thought it was an error with the payment provider, we also had the receipts sent from there. These were also given to you. So we can only do something with a bank confirmation that the amounts have not arrived at your bank, because we can clearly prove that the amounts went out to us and the payment provider also says nothing was booked back from your bank.

Accordingly, we ask you for this letter from your bank so that we can investigate the matter again.

Love from

Cashimashi

Hallo Jaqueline,

ich habe mir deinen Fall einmal angeschaut. Fakt ist, das Geld ging bei uns raus und auch vom Zahlungsanbieter haben wir den Nachweis erhalten, das es von deiner Bank angenommen wurde. Oft passiert es bei deutschen Banken mittlerweile, das Zahlungen bezüglich Online Glücksspiel abgelehnt werden. Dies war jedoch bei dir nicht der Fall. Deshalb hatten wir dich gebeten von deiner Bank ein Schreiben ausstellen zu lassen, das belegt, das die Auszahlungen bei dir nicht angekommen sind, da auf deinem Kontoauszug leider auch die Bank nicht zu sehen ist.

Da wir erst dachten es würde sich um einen Fehler beim Zahlungsanbieter handeln, haben wir von dort auch die Belege schicken lassen. Diese wurden dir auch ausgeh?ndigt. Wir k?nnen also nur etwas machen, mit einer Bankbest?tigung, das die Betr?ge bei deiner Bank nicht angekommen sind, da bei uns klar belegt werden kann, das die Betr?ge bei uns rausgingen und auch der Zahlungsanbieter sagt es wurde von deiner Bank nichts zurück gebucht.

Dementsprechend bitten wir dich um dieses Schreiben deiner Bank, damit wir dem erneut nachgehen k?nnen.

Lieben Gru?

Cashimashi

Hello, Jacky1402!

Could you, please, provide us with bank statements from the February till now?

You may send them to my e-mail: [email protected] .

hello pavel,

I have already sent you the excerpts or sent them to Christina. I will send them to you again. These are not yet available for March. Usually only from the 9th or 10th as soon as I have them, I'll send you the ones from March.

Does it help if I submit the March statements? Because they insist on a letter from the bank?

Hallo pawel,

ich habe euch bereits die Auszpge gesendet bzw. an Christina gesendet. Ich sende sie dir erneut. Für den M?rz sind diese noch nicht verfügbar. Meistens erst ab dem 09. oder 10. sobald ich diese habe, sende ich dir die vom M?rz.

Bringt das was, wenn ich die M?rz Auszüge einreiche? Weil sie bestehen ja auf ein Schreiben von der Bank?

It will definitely help if you will submit statements for March as well. Casinos in such cases usually need proof that you have not receive your funds yet, so the later is the excerpt - the better.

OK no problem. I'm sending February's now and March's as soon as they're available. Usually, as I said, always on the 9th or 10th of the month

Ok kein Problem. Die für Februar sende ich jetzt und die für M?rz, sobald diese zur Verfügung stehen. Meistens wie gesagt immer zum 09. oder 10. des Monats

Hello, Jacky1402!

Have you received the bank statement for March yet?

Also, Cashimashi, could you, please, provide us with an e-mail address to which we can send player's bank statements?

Hello Pawel, unfortunately I will forward the bank statements to you. Please help me

Hallo Pawel, ich leider dir die Kontoauszüge weiter. Bitte hilf mir

Jacky1402, sorry, I did not understand what you have meant. Can you send bank statements for March?

I have already sent you the February excerpts and the March ones just now to your e-mail address

Ich habe dir die Auszüge von Februar bereits gesendet und die von M?rz gerade eben auf deine e Mail Adresse

Jacky1402, thank you!

Cashimashi team, we have received player's bank statements both for February and March, and I can confirm that funds have not been received. Please, if you need to take a look at statements, let me know how I can send them to you.

Also, it could be helpful if you provided us with the confirmation from the payment provider that funds have been sent.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Jacky1402,

could you please send us the account statement from March again to [email protected] so that we can pass it on to the payment provider and also take action where your payout went, since we clearly sent it out.

LG

Cashimashi

Hallo Jacky1402,

kannst du uns bitte den Kontoauszug von M?rz auch noch einmal zusenden an [email protected], damit wir es an den Zahlungsprovider weitergeben k?nnen und auch t?tig werden k?nnen, wo deine Auszahlung geblieben ist, da es bei uns ja eindeutig rausging.

Lg

Cashimashi

Hello everyone,

I have forwarded the account statements for March to to you to the support

Hallo zusammen,

ich habe die Kontoauazüge für M?rz an weitergeleitet an euch an den Support

Hello everyone,

I just saw that the total amount has been credited to my player account and I assume that the error has finally been found ????

I have now applied for the payout again directly via bank transfer. This has always worked without any problems. I'll get back to you as soon as the money has been received and the case can be closed

Hallo zusammen,

ich habe gerade gesehen, dass der Gesamtbetrag auf meinem Spielerkonto gutgeschrieben wurde und gehe davon aus, dass der Fehler endlich gefunden wurde ????

mich habe jetzt per Banktransfer direkt die Auszahlung erneut beantragt. Dies hat immer bisher problemlos funktioniert. Ich melde mich sobald das Geld eingegangen ist und der Fall geschlossen werden kann

Jacky1402, I am happy to hear it! I will be waiting for you to receive your funds eagerly!

Hello everyone,

I received the money.

Thanks for your support

Hallo zusammen,

ich habe das Geld erhalten.

Vielen Dank für eure Unterstützung

Jacky1402, I'm happy to hear that you have received your funds. I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also, I would like to thank the casino for their assistance with the issue!

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Pavel K

Casino Guru Team

Sorry for the delay and the problems with your withdrawl Jacky. Finally it was booked back to us so we can add it to your account ??